Julie Cocuy works for Microsoft Latin America in the Customer Services and Support Division, currently leading the field program management for Cloud Services.

She joined Microsoft in 2004 and has held several roles within the Latin America Customer Services and Support organization. She served as Consumer Pre Sales Program Manager, leading multiple projects including the readiness of Windows 7 across different segments. Prior to that Julie was the first training program manager for Latin America, defining and implementing new hire agent processes and procedures.   Recently, she was responsible for defining the front of the funnel support experience enabling self-help initiatives, chat, v-chat and leading the content management process.

Amongst her latest projects Ms. Cocuy is responsible for expanding Microsoft’s overall support reach by enabling Social Media as a new, effective channel for Latin America to proactively listen, engage and support large online communities, while marketing Microsoft brand.

She Implemented a successful Twitter support for Global Spanish and Portuguese – @microsoftayuda (Spanish) / @microsoftajuda (Portuguese). The Twitter Support Satisfaction: 98% of surveyed customers would recommend our support services via Twitter.

Among her significant previous positions, Julie began her career with NYNEX as a systems engineer and technical trainer. She spent several years with Merisel Latin America as the Education Services Director responsible for developing and implementing an education marketing plan for the Latin America region.
Julie also spent three years at Xerox Professional Services as an executive consultant managing a practice covering South Florida and Puerto Rico.

Julie graduated from University of Houston with a Bachelor of Business Administration in Management Information Systems and recently completed her Master’s in Business Administration (MBA).